Solar Designs/U S A Inc.

12-8-The attached documents are a detailed history and documentation, based on facts, of the entirety of the matter between Jantek Industries, LLC(Jantek) and Ms*** *** (Homeowner) the complainantSummary: The Homeowner was never a customer of Jantek Industries, LLC. In
August of the Homeowner apparently entered into a home improvement contract with *** *** of Western New York, Inc.(the Contractor), which included the installation of replacement windows and bay window frame into a residenceOn June 21,2017, the Homeowner submitted Jantek’s Parts and Service Inquiry Form online (from Jantek’s website) claiming the windows are defective (years after the fact)The Homeowner did not provide the UPC sticker information and photos of the window(s) required on the web formTherefore, there was no way for Jantek to validate that the windows sold to the Homeowner by the Contactor were manufactured by Jantek, or what model, size etc. Between June and October 31, Jantek made repeated requests for the Homeowner to provide photos of the UPC labels that are attached to the inside of each Jantek window in which she was experiencing the” air leaks.” The Homeowner did not comply with any of our requests until October 26, when she mailed to Jantek the UPC sticker photo’s that we had requested repeatedly since July 14, 2017, and a copy of the Jantek Warranty Certificate that accompanies all of our window orders)The warranty was transferred to her by the Contractor on September 9, 2002. With this information, Jantek was able to validate that the windows purchased and installed by the Homeowner’s Contractor were manufactured by Jantek and exactly what model size and configuration they areFrom this information, together with the description of the “air leaks” that the Homeowner had provided on the Parts and Service Inquiry Web Form (that there were no visible gaps or cracks in the vinyl and that the air was coming through the channel between the sash and the frame of the windows), Jantek Engineering was able to diagnose the issue as being years of wear and tear on the sash weather stripping requiring replacement parts be sent to the homeowner. Jantek entered a service ticket and forwarded it to the Homeowner for signature and return. The Homeowner indicated in and email that “this is not the result (she) that was intended.” She filed a Revdex.com complaint stating that she wants the three windows in her bay frame replaced in their entirety. This is not something that Jantek will doHere is why1.) According to the Homeowner there are no visible defects in the vinyl, glass, or hardware of the windowsThere is no mention of the windows not opening, closing, tilting in for cleaning, etcso there are no operational issuesThe “defect” (which could be due to just wear and tear over years, but we will not debate that) is air leaks in the exact area where all of the window’s weather-stripping is located…And the purpose of that weather stripping is to reduce the amount of air (all windows leak some air per the US EPA EnergyStar certification program) that moves through the gap between the sash and the window master frame It is also recommended that the Homeowner have the installation checked out for for maintainenceChances are that if the windows and/or the buck frame have not been re-caulked in plus years since the installation, that the caulk sealing the space between the window and the buck frame and the buck frame and the house structure is deteriorated thus leaking air2.) The Homeowner apparently did not read her copy of the warranty certificate before requesting Jantek provide or pay for new windows and installationa. Paragraph VI of the warranty expressly states that it is “…limited to the repair or replacement (as determined solely by the manufacturer) of a window or component partsManufacturer IS NOT RESPONSIBLE FOR LABOR OR INSTALLATION CHARGES.” The Homeowner has dragged this issue out as summarized above and as detailed in the attachments below by refusing to provide the information that Jantek repeatedly requestedThe homeowner needs to sign and return the Service Ticket and Jantek will send the replacement parts immediately

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***I have asked you to call so we can solve this issueWhat would take you maybe minutes of your timeYou can send the insulation with instructions on how to do it and see if this solves the problemsBut I was not being bull headed with thisSo please do not make it seem like it is all my faultI have talked to Joe at your business several times

Jantek Industries, has filed its case in great detail.  If the homeowner feels that documented history of the multitude of written communications between Jantek and herself are "getting the run around," that is her prerogative.  It took her many months to comply with our request to establish  the fact that she has Jantek windows in her house (from June to October).  We will not repeat our response here. We are not charging her for the weatherstripping, but rather the shipping and handling only which is stated in the warranty document.  In good faith we will waive that fee. I have instructed the service department to send her a new Service work order having removed the Shipping and Handling charge.  When the homeowner approves the ticket and remits it to us we will ship the parts to her.